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Nissan of Torrance complaints

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20550 Hawthorne Blvd
Torrance, CA 90503 | Get Directions

(844) 840-3700

http://www.nissanoftorrance.co...

Monday - Saturday 9:00 a.m. to 9:00 p.m.
Sunday 10:00 a.m. to 6:00 p.m.

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Total Amount in Dispute:
$0.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Complainants allege they experience problems with financing vehicles. In some cases customers found financing on their own but the company refused to accept the customer's loan source. In other cases customers complain the company fails to disclose to prospective buyers that some vehicles sold were previously in accidents. Other complainants allege vehicles purchased have numerous mechanical problems which the company verbally promises to fix. After purchase the company refuses to pay repair costs as verbally agreed. In one case a customer reports repair time exceeded 30 days. Another complainant reports the company refused to pay the costs of a rental vehicle assigned while repairs were performed. The company responds in a few cases by agreeing to additional repairs or offering explanations for financing problems. Two customers were not satisfied with the company's response to their complaints. In one case the customer was dissatisfied with having to pay DMV charges for registration. In the second case the customer was dissatisfied with the company for refusing to sell a vehicle at the price advertised

Complaint Closing Statistics

1 complaints against Nissan of Torrance closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Nissan of Torrance

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2/4/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

12/21/2023

I bought an extended warranty from Torrance Nissan. I tried to get repairs done ,but the Dealership didn't honor the contract. Resolution Sought Repairs completed.

Company Response

1/17/2024

Company states; The customer was in on 10-2-23 and was assisted by Rick Burns. The Advisor recalls assisting Mr. Moore and stated he was extremely impatient and decided to pick up his vehicle before the inspector from Max Care (3rd party warranty) could come out to inspect his vehicle. Customer was adamant that his issue was the rear suspension, however the squeaking he was describing was likely coming from his sunroof based on our Technician's expert advice. Once again, not allowing us to further diagnose, we were unable to further assist; completely different from denying any service nor coverage. If you have any questions, please let me know.

Customer Rebuttal

1/23/2024

On October 2, I brought my vehicle into Torrance Nissan for suspension noises and driving. I spoke to Rick Burns about the problems and prior work history for the same issue. He asked me to take his Main Technician for a test drive . The Tech drove the car and felt and heard the same thing I did. I was advised by Mr. Burns a warranty Advisor will have to approve the work. I informed him, I needed my car by Thursday or a rental. I called several times on Wednesday and left messages with Mr. Burns and Manager. Neither of them replied back. On Thursday morning, I went into the Dealership. My surprise, neither Mr. Burns or Manager was working that day. I waited around several hours for a Warranty Advisor. I found out Mr. Burns was contacting Max Care. I don't have Max Care!! I was advised to remove my car by an service Advisor and to wait for a phone call from Mr. Burns. I never heard back from him.

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